ComplaintsforSimmons Mattress Company
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Complaint Details
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Initial Complaint
03/02/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a simmons beauty rest mattress from mattress firm back in 2017. Within four years the mattress started sagging in awkward spots. It took me a year to get around to pulling up the warranty and figuring out how to file a claim. At this point we are approaching the 6th year in the 10 year warranty. I finally take all the pictures they require and submitted them for a replacement mattress , but I get a response saying the warranty is voided due to a stain . A stain? Why would my mattress have stains when we purchased a protective waterproof mattress pad. I get home and look at the mattress and theres no stains the mattress is as white as can be. Not sure why the photo shows a minimal stain. It could be the awkward angle they made me take the photo, I used a yellow measuring tape, the lights were dimmed and there are two small stains on the wall behind the mattress so the everything combined could have caused a stain to reflect off the white mattress. Anyways, I took new photos immediately showing theres no stain. I took a video.. and they still said my warranty is void due to a stain. I can assure you there are no stains. Theres an option to pay $80 and have a third party come to the house and look at the mattress in person. I think that is only fair since cameras now a days have the ability to alter photos if they dont believe me come see for yourself but not doing anything is unacceptable in my eyes. At the end of the day I shouldnt have deep holes in a brand new mattress. Its causing us severe pain in our bodies . We are literally sleeping on slants .
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.